Job Description

Company Profile:
Maximus Canada is an industry leader in the provisioning of products and services to support the delivery of government services in North America and internationally. With operations across Canada and around the globe, Maximus provides innovative, practical and meaningful solutions to help government programs and services function more effectively and efficiently.


We are constantly assessing new technology, processes and methods of delivering services to the citizens of Canada. With our expertise in program information management, claims processing, contact centre services, document processing and information technology, we are positioned for significant growth.


Maximus Canada offers competitive market-based salaries, comprehensive employer-paid benefits and a defined-benefit pension plan or a Group RSP with employer-matching contributions, for eligible employees. Our people also get some great perks too, such as employee appreciation events throughout the year, along with a supportive results-oriented work environment.


Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. : Department Overview
On behalf of the B.C. government, Health Insurance BC (HIBC) administers medical coverage through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. With a staff of ~180 unionized employees and 3 excluded managers, the HIBC Operations department delivers services measured by 20 SLRs and 29 SLOs via four teams:

• Customer Service (PharmaCare Help Desk, Service Desk, Info Support, and Prosthetics and Orthotics)
• Document Operations (Document Management, Document Processing, Admin Review, and Correspondence Liaison Unit)
• Practitioner and Patient Services (Provider Programs, Benefit Services, Billing Support, and In Province and Out of Country Adjudication)
• Operational Support Services (Medical Services and Pharmaceutical Services Support, Production Control, Support Coordinators)

Role Summary
As a unit, Document Management has a wide variety of responsibilities, all of which are critical to the operation of the organization. Document Management clerks work both individually and as a team to facilitate the daily operation of multiple departments within the HIBC Operations. This includes ensuring that all incoming documents (via mail, fax or email) are correctly identified, processed, and available to the appropriate personnel in a timely manner. Document Management Clerks identify potential issues on behalf of the organization and work collaboratively both within and outside of their department to come to a solution. They are also trained to anticipate organizational need for requisition services, maintain essential equipment, report privacy and security breaches to applicable parties, conduct large scale mail outs on behalf of the organization and The Ministry of Health, as well as storing, securing, and maintaining physical records and digital databases of HIBC BC archives, and acting as the first point of contact for Maximus Canada when covering reception. Document Management Clerks may also perform additional tasks as required based on operational need.
Key Responsibilities

• Develop a comprehensive understanding of several other operational areas within document management in order to analyze, validate and register incoming documents, identify and resolve related issues.
• Prepare and image incoming documents while meeting quality accuracy, security and speed metrics.
• Print, sort, seal and mail correspondence from outside vendors and departments within the organization.
• Perform general reception duties.
• Demonstrate financial responsibility and accountability when handling resources for the organization including analyzing inventory to determine supply needs and services from pre-approved vendors.
• Enter data and process documents at an intermediate level including applying MSP policies and procedures to validate and accept or reject applications.
• Work effectively in a team environment.
• Maintain and manage administrative and operational records.
• Understand and comply to Maximus Canada, legislated and client policies.
• Maintain a high level of accuracy and attention to detail while working in a fast paced, production and goal driven environment.
• Practice professional interpersonal skills.
• Ensure essential office equipment are in sound working condition.
• Provide intermittent peer to peer mentorship/training, as required

Education and Experience

• High school diploma or GED equivalent, required, may be subject to standardized testing
• Proficiency in basic computer skills and ability to operate standard office equipment
• 1 or more years in a document management role preferred
• Intermediate knowledge of MSP, Fair Pharmacare, and MSP Claims preferred

Understand the Principles of

• Call control and customer situational judgment
• Customer service
• Plain language communication
• Professional, pro-social inter-relations
• Privacy and security of personal information
• Time Management

Core Competencies
Systems Use (B=basic A=advanced, E=expert) MS Office Suite: B Outlook: B MaxImage: B ORCS/ARCS Schedule: B Reg Desk: B CICS/CIPS: B Cisco: B Rapid: B Kofax: A Batch Print Applications (BI Publisher, Word Auto Print): B RightFAX: A

• Develop a comprehensive understanding of other operational areas

• Apply knowledge of operational areas in daily tasks, while determining the best course of action while adhering to SLO and SLR obligations.

• Prepare and image incoming documents while meeting established metrics for speed, quality, accuracy, and security of personal data

• Deliver and pick-up mail for multiple departments, as well as other government buildings in the downtown area.
• Prepare, print, scan or mail work submitted via email or digital drop box.
• Monitor MSP claims and Pharmacare digital fax lines.
• Open mail and inspect the quality of returned mail to detect and report potential privacy breaches.
• Sort documents into their required categories based on type.
• Prep incoming mail and faxes to ready them for scanning according to specifications.
• Ensure workable quality of scanned documents.
• Register and validate imaged documents by specific identifiers while meeting speed and accuracy criteria.

• Print, sort, seal, and mail correspondence from multiple departments within the organization

• Conduct extensive mail outs of sensitive information throughout Canada.
• Prepare outgoing mail for pick-up and delivery.
• Operate industrial grade inserter and sealer safely.
• Track inventory of all mailing supplies.
• Comply with all policies pertaining to the handling of sensitive information.

• Perform general reception duties

• Answer incoming calls from clients, vendors, and the public.
• Greet and verify the identity of all visitors as well as the purpose of their visit, before allowing access to the building.
• De-escalate conflict over the phone and in person in an appropriate and professional manner.
• Prepare Maximus Canada courier packages.
• Maintain the security of the premises.
• Maintain office supply inventory for the organization.

• Demonstrate financial responsibility and accountability when handling organizational resources

• Receive, log, and distribute cheques and direct deposit authorizations to the correct agent/department/ministry.
• Assess and requisition supplies, inventory and services from pre-approved vendor accounts.
• Balance time constraints, priority, and the security of the shipment while being mindful of budgetary discretion when determining shipping methods.
• Record and report transactions promptly and accurately to the appropriate parties.

• Work effectively in a team environment

• Exercise time and priority management while assessing your capability in completing tasks and offer and ask for assistance whenever possible.
• Be flexible and willing to redistribute tasks amongst yourself and your peers to balance the daily workload.
• Ensure the safety of yourself and your teammates by reporting any equipment malfunctions or potential hazards immediately, operating equipment safely, keeping shared work areas clean and free of clutter and unnecessary obstacles.
• Provide informal training, guidance and/or advice to your co-workers, and be open to being trained or instructed by your peers.
• Be comfortable identifying and communicating knowledge gaps within your team and identifying corrective requirements to uphold quality standards.

• Maintain and manage records in compliance with ARCS/ORCS systems requirements.

• File documents according to approved ORCS/ARCS schedules.
• Assign ORCS/ARCS classifications to new document types and submit requests to Citizens\' Services for approval.
• Set up and maintain multi-user digital databases to track physical records and instruct others on their use.
• Use these databases to label and locate archived documents, to create box content fists for destruction or off siting, or to defend their destruction or off siting in the case of an audit.
• Routinely monitor conditions for on-site documents and ensure that the personal data contained in on-site records is secure.
• Submit applications to Citizens\' Services for destruction or off siting of on-site records, coordinate with a third party while keeping extensive records of the process.
• Propose and defend changes to the retention periods of specific record types based on the Redundant Source Records Schedule, implement resulting changes if necessary.

• Understand and comply to all policies and procedures

• Learn new policies, procedures, and computer applications within designated timelines.
• Escalate issues that are beyond the level you are assigned.
• Report non-compliance of policies and procedures.
• Adhere to breach protocols and report breaches within designated timeframes.
• Obtain required approvals from designated personnel.

• Adhere to your work commitment and daily schedule

• Manage personal time with minimal impact to work time to ensure your schedule is adhered 95% of the time.
• Perform the work you are assigned within the designated targets and/or deadlines.
• Report your time accurately, in the appropriate system, within deadlines.

• Maintain a high level of accuracy and attention to detail while working in a fast paced, production and goal driven environment

• Maintain a high level of attention to detail even when faced with multiple demands.
• Respond to others\' inquiries while performing another activity.
• Be able to meet deadlines for several tasks simultaneously.
• Work and be able to find answers to questions independently.

• Practice professional interpersonal communication

• Articulate concerns, ideas and opinions in a professional manner.
• Participate in meetings and collaborations with good intent.
• Be able to provide effective support, projecting a positive, concerned and professional image of Maximus Canada.

• Report and address malfunctioning of essential office equipment or applications

• Perform light repairs and troubleshooting as needed.
• Escalate more complicated issues with ServiceDesk, IT, or by requesting an external technician.
• Coordinate with IT to resolve system issues, and log and report accurately.
• Beta test new software and system applications and report any issues or deficiencies.
• Perform routine maintenance (cleaning, replacing cartridges, refilling sealant etc.) and visual inspections to prevent issues from recurring.

• Additional tasks may be assigned as required

Competency Profile

This Profile includes all the Core Technical and Knowledge competencies listed above, and the following:




Interpersonal Competencies

Business Competencies



Relating Skills

• Approachability

• Interpersonal savvy

Managing Diverse Relationships

• Manager-Employee relationships

• Customer focus

• Peer relationships

• Understanding others

• Embracing diversity

Being Open and Receptive

• Composure

• Listening

• Patience

Demonstrating Personal Flexibility

• Self-development

• Self-knowledge

• Personal learning

• Personal growth

Keeping On Point

• Priority setting

• Timely decision making

Getting Organized

• Organizing

• Time management

• Planning

Communicating Effectively

• Written and verbal communications

Focus on the Bottom Line

• Action oriented

• Perseverance

• Drive for results

Making Complex Decisions

• Decision quality

• Problem solving

Physical requirements and environmental hazards:

• Walk, stand, kneel, bend, walk up and down stairs
• Make external deliveries on foot in all weather conditions
• Sitting for prolonged periods of time
• Working with/around machinery
• Frequent background noise caused by machinery
• Keyboarding with a high degree of speed and accuracy
• Repetitive motion (flipping pages, handwriting, typing etc.)
• Focus visual attention on computer screens or documents for prolonged periods of time
• Lift, carry, push or pull up to 50lbs

Additional Information:
In & Out of Service


We will be accepting applications until 11:59pm (PST) on March 9, 2023.


New hires will start at a probationary rate of $24.10/Hr up to 913 hours worked.

• An eligibility list may be established for this role.
• This is an auxiliary position working as and when required.
• This position is based in our office in downtown Victoria, BC, and will move to the PBC Solutions office in Victoria, BC, in the Spring of 2023. Please take this into consideration when accepting this position.

Please note this position is headquartered in Victoria British Columbia and is restricted to the geographic location within the 32-kilometer radius of the GVRD or CRD.


Please Note: This position will be transferred to at PBC Solutions Limited. dba PBC Solutions (\xe2\x80\x9cPBCS\xe2\x80\x9d) in the Spring of 2023. PBCS has contracted with the Province of British Columbia to provide services supporting and delivering the Medical Services Plan and PharmaCare programs, branded as \xe2\x80\x9cHealth Insurance BC\xe2\x80\x9d or \xe2\x80\x9cHIBC\xe2\x80\x9d (the \xe2\x80\x9cHIBC Services\xe2\x80\x9d).


Please note that while all applications are appreciated, only those candidates selected for interview will be contacted.